Lean Tech Careers

Description

• Receives and handles incoming requests for services following agreed procedures.
• Allocates and Prioritize calls promptly. (Initial triage)
• Logs incidents and service requests and maintains relevant records.
• Identifies and classifies incident types and service interruptions.
• Records incidents cataloging them by symptom and resolution.
• Acts under guidance to record and track reliability data for our services.
• Escalates complex or unresolved incidents.
• Systematically interprets user problems and identifies solutions and possible side effects. 
• Uses experience to address user problems and provides potential solutions.
• Records and tracks issues from the outset to the conclusion. (Problem Management Team Member.
• During change, acts systematically to respond to day-by-day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.
• Responds to common requests for service by providing information to enable fulfillment.
• Promptly allocates unresolved calls as appropriate.
• Maintains records, informs users about the process, and advises relevant persons of actions taken.
• Maintain a high level of system support and client satisfaction to end-users at all times.
• Support, monitor, test and troubleshoot user and system-related hardware and software problems.  Escalates as appropriate.
• Self-train and self-educate to better support the technology used to support operations locally and at the branches.  Assist or train others on the systems and features.
• Provide timely attention to all Service Desk requests. Assesses the validity of the requests as they arrive, ensures the details within the ticket are complete, and that the impact and criticality of the issue is correctly assessed. Does their best to resolve the issue if able.  Re-allocates and/or escalates requests as appropriate.
• Performs daily ticket maintenance and management. Follows up on requests and annotates tickets as appropriate with progress and status.  Ensures the requestor stays informed.
• Works with 3rd party systems and hardware providers to diagnose and address issues.
• Plan, prepare, and coordinate maintenance windows for updates, upgrades, and patches.
• Maintain, clean, repair, upgrade, and replace hardware as needed, process RMAs, and ensure technology availability is at a maximum.
• Pay special attention to time-sensitive business requests and make smart decisions to ensure minimal user/customer impact for their regular workday.
• Provides basic user account maintenance across all systems.
• Performs tier-one support on office equipment and business productivity tools.
• Works with other team members in the requirements, creation, maintenance, and updating of desktop/laptop images and software used for general deployment.
• Makes pragmatic recommendations on system and process enhancements.
• Ensures configurations, system features, and site information are appropriately documented, especially for the branches. 
• Establish and maintain a thorough knowledge of the organization and technology standards.
• Responsible for communicating, promoting, and adhering to IT standards.
• Assists with controlling hardware, software, and telephone inventory.

• High School diploma.
• Bachelor’s degree in a relevant technical field preferred.
• Minimum of 3 years’ experience in service desk.
• 2+ years of providing IT customer training and mentoring.
• High level of proficiency with Windows 7, Windows 10, and Microsoft Office.
• Comprehensive knowledge of POS, printers, peripherals desktops/laptops, and PC applications.
• Practical knowledge of Intranet and Internet Technologies, servers, networking, and telephony.
• Good understanding of network troubleshooting including TCP/IP, VLANs, and wireless.
• Experience working with managed service providers.
• Strong understanding of networking principles.
• Strong troubleshooting/problem-solving skills.
• Professional communication and customer service skills both written and oral.
• Must be detail-oriented, organized, service-oriented, and responsible.
• Strong customer service and presentation skills.
• Strong organizational skills with a keen ability to prioritize and multi-task.
• Able to perform effectively with supervision, either independently or as a team member.
• Ability to raise issues proactively and in a timely manner.
• Ability to work well with others in a team-oriented environment.
• Ability to learn quickly and adapt to new business software and system environments.
• MCSE, MCSA, MCITP, A+, or other equivalent desktop certifications (preferred).
• ITIL V3/V4 Foundations (preferred)

• Join a powerful tech workforce and help us change the world through technology
• Professional development opportunities with international customers
• Collaborative work environment
• Career path and mentorship programs that will lead to new levels.